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Business/edp Analyst

3 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia Gratitude Inc. Full time

Role:
Business/EDP Analyst

Timings:
Flexible (Permanent)

Industry:

BPO

Work Mode:
Hybrid

Functional Area:
ITES /
BPO / Customer Service

Process:
Semi-Voice

Key Skills:
Senior Analyst

  • Responsibilities:
Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other

Reports results of evaluations to appropriate Business stakeholders (Quality Leadership,

Operations, Client, Account Management, and Resource Unit partners)

Participates in calibration sessions/call listening sessions with Quality Leadership staff,

Operations, Program Management and clients to ensure scoring consistency and best

practices

Participates in internal quality audits (e.g. periodic audits of existing processes to determine

process control and efficiencies) designed to improve overall contact quality and recommend

changes

Maintains strong program knowledge base; basic understanding of client products, services

and/or program strategies

Participate in quality task forces with Business stakeholders (Quality Leadership, Operations,

Client, Account Management, and Resource Unit partners)

Meet departmental productivity requirements (e.g. number of calls monitored per month,

Complete phone time to keep current on programs (as applicable)

Contribute to maintaining forms and legends documents

Support management focus on review of key drivers, metrics and operational processes

(including Training) that drive Balanced Scorecards and count profitability goals

Additional Requirements:
Bachelor Degree in related field from a four-year college or university with less than one year of relevant experience

preferred

Excellent Verbal and Written communications skills

Proficient with Feedback & Coaching skills

Must have the ability to work under pressure

The applicant should be proficient with MS office (PowerPoint, Excel, Word)

Drive for self-learning and knowledge enhancement

Flexible in working in all shifts as per the client requirements

Must have analytical abilities to analyse data, trends from effectiveness surveys